Associate Success Manager
3 weeks ago
About Us
Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better.
Every day millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.
Ideagen believe that by recruiting diverse and talented individuals, we create an inclusive community for all. We are committed to empowering all colleagues to maximise their potential and express their unique characteristics, experience, and knowledge to achieve their ambitions.
As the Associate Success Manager, you will be responsible for ensuring customer satisfaction and loyalty through effective onboarding of our software solutions. This role involves working closely with customers to understand their business needs, guiding them in optimizing the use of our software, and ensuring they achieve their desired outcomes. The Associate Success Manager is responsible for onboarding new clients, providing ongoing support, and identifying opportunities for upselling or enhancements that benefit the client.
Responsibilities
Onboarding Customers: Guide new customers through the product setup and initial learning curve. Conduct product demonstrations and trainings tailored to customer needs. Ensure successful customer activation and initial value realization. Managing Customer Relationships: Build strong working relationships with assigned customers, fostering trust and open communication. Proactively identify customer needs and challenges and offer solutions or escalate issues to the appropriate team. Monitor customer health through regular check-ins and track key metrics (usage, engagement, satisfaction). Address customer concerns and complaints promptly and efficiently. Driving Customer Success: Develop and execute customer success plans aligned with each customer's unique goals and objectives. Identify upsell and cross-sell opportunities based on customer needs and usage patterns. Proactively advocate for customer success within the company and facilitate communication across different teams (., product, support). Track and report on customer success metrics, including retention rates, product usage, and Net Promoter Score (NPS).
Skills and Experience
Conduct onboarding calls, meetings, and training sessions for new customers. Develop and deliver customer-specific product walkthroughs and tutorials. Manage customer communication through emails, phone calls, and online support channels. Utilize customer relationship management (CRM) software to track interactions, progress, and data. Analyze customer usage data to identify areas for improvement and opportunities for upselling/cross-selling. Prepare and share customer success reports with the team and stakeholders. Participate in knowledge-sharing sessions and contribute to content creation for customer onboarding and training materials. Collaborate with other departments (., sales, support, product) to ensure seamless customer experience.Behaviors
Ambitious - Drive, Planning & Execution Adventurous - Flexibility, Resilience & Savvy thinking Community - Collaboration & Communication-
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